NOCN is a market-leading independent End Point Assessment Organisation (EPAO) who have been successfully delivering End Point Assessments since 2017. NOCN is at the forefront of apprenticeship reforms including the introduction of the Apprenticeship Levy in the UK, working in partnership with employers, Further Education colleges, Training Providers and skills experts to develop a range of standards and assessments for new apprenticeships.

NOCN is also an established Ofqual regulated Awarding Organisation, bringing this level of quality assurance to its End Point Assessment provision.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. The core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

NOCN works in partnership with employers and training providers to provide a quality-first End Point Assessment (EPA). End Point Assessment is the final stage of the apprenticeship where the apprentice demonstrates the Knowledge, Skills and Behaviours gained on-programme to an independent End Point Assessor.

The required Knowledge, Skills and Behaviours of the Customer Service Practitioner apprenticeship standard will be fully communicated to the apprentice at the start of their apprenticeship, in preparation for End Point Assessment. End Point Assessment is carried out independently by qualified NOCN End Point Assessors to ensure a quality robust End Point Assessment you can trust.

The required Knowledge, Skills and Behaviours of the Customer Service Practitioner apprenticeship standard that the apprentice will be required to learn during the on-programme phase of the apprenticeship, are found on the Institute for Apprenticeships & Technical Education website. Click the link below to see the apprenticeship standard and assessment plan in further detail:

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner/

The apprentice will be supported by their employer and the Training Provider throughout the On-Programme phase of the apprenticeship. As a leading Ofqual regulated Awarding Organisation, NOCN offers a number of qualifications to support the apprentice, including:

• NOCN Functional Skills maths and English
• NOCN Level 2 Diploma in Customer Service

To move to End Point Assessment, the apprentice must have achieved the relevant maths and English at Level 1 and taken the test at Level 2.

At the end of the on-programme training period, the training provider and employer will also review the apprentice’s Knowledge, Skills and Behaviours against the Customer Service Practitioner apprenticeship standard. Once the apprentice has gained the required Knowledge, Skills and Behaviours required of the apprenticeship standard then the apprentice can move forward to End Point Assessment.

End Point Assessment is the final stage of the apprenticeship. The overall grades available for the End Point Assessment are Pass, Distinction or Fail.

The End Point Assessment for the Customer Service Practitioner apprenticeship standard consists of the following:

Showcase (portfolio) Assessment: The Apprentice Showcase enables apprentices to reflect and present examples of their development over the whole on-programme period.

Practical Assessment: An observation by an independent industry expert to assess the apprentice’s Skills and Knowledge for the role, using practical activities selected from a bank of tasks under controlled conditions.

Professional Discussion: Will be a structured discussion between the apprentice and the Independent Assessor, following the observation, to establish the apprentice’s understanding and application of Knowledge, Skills and Behaviours. 

NOCN organises the EPA at a suitable time for the employer, training provider and apprentice. We then book the independent expert assessor who will deliver the EPA.

Because arranging a quality EPA involves a number of people and organisations, NOCN requires a minimum of three months to ensure all elements of EPA are in place including, contracting, invoicing and scheduling.

NOCN has a range of useful EPA resources available and our friendly team is available to offer expert advice and support for both Employers and training providers.

On successful completion, NOCN will issue an EPA grade notification and apply to the Education and Skills Funding Agency (ESFA) to produce the final apprenticeship certificate.

NOCN EPA services are priced fairly and competitively. As a leading non-profit organisation we ensure our charges are below the maximum 20% of the total apprenticeship. A pre EPA fee is charged at the contracting phase to secure support materials and assessment booking. The remaining balance for the EPA is charged upon Gateway entry and EPA booking. NOCN applies a flexible approach to pricing based upon cohort size and delivery model.

Customer Service Specialist Level 3

Team Leader Supervisor Level 3